Being invisible

Invisible. That is how Sue felt her friend Billy had been in hospital. And how she felt she became when, after Billy's death, she tried to complain about his care. Did the complaints system treat her as invisible because she was just a friend, but not a relative? Was it because they hoped she and her complaint would just go away? She wanted Billy's story to be heard but, in the end, she had to go to the Ombudsman before she felt acknowledged and received an apology from the Trust.